Global Head of IT Support Services

Renewable Energy Systems; Kings Langley; On-site; GBP 70,000 - 90,000; Full time

Job summary

A leading renewable energy company in Kings Langley seeks a Global Head of IT Support Services to oversee global service desk operations and ITIL processes. The ideal candidate will possess extensive technical operational experience and a Bachelor's degree. This role promises personal growth within a diverse workforce focused on impactful work. Competitive benefits included.

Benefits

Competitive salary

Opportunities for professional growth

Diverse workforce

Qualifications

• In-depth knowledge of IT service management frameworks such as ITIL.
• Proficiency in incident and problem management processes.
• Experience with operating and managing global service desk environments.

Responsibilities

• Lead, mentor, and manage a team of IT service operations professionals.
• Develop and implement IT service strategies and roadmaps.
• Oversee the day-to-day operation of IT services.

Skills

Relationship building and collaboration skills

Excellent problem solving and analytical skills

Strong project management skills

Education

Bachelor's Degree or equivalent in related field

Job description

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Description

Do you want to work to make Power for Good?

We're the world's largest independent renewable energy company. We're guided by a simple yet powerful vision: to create a future where everyone has access to affordable, zero carbon energy.

We know that achieving our ambitions would be impossible without our people. Because we're tackling some of the world's toughest problems, we need the very best people to help us. They're our most important asset so that's why we continually invest in them.

RES is a family with a diverse workforce, and we are dedicated to the personal professional growth of our people, no matter what stage of their career they're at. We can promise you rewarding work which makes a real impact, the chance to learn from inspiring colleagues from across a growing, global network and opportunities to grow personally and professionally.

Our competitive package offers a wide range of benefits and rewards.

The position

The Global Head of IT Support Services is responsible for the global service desk team resources and supporting management along with all ITIL processes and service delivery across the company. This role is responsible for developing and implementing strategies, roadmaps, and metrics that optimize IT service delivery, improve operational efficiency, enhance customer satisfaction, coordinate effectively with global IT peers, stakeholders, and specifically address the unique challenges of remote construction environments. This role is also accountable for leading through the teams, but not limited to, Incident & Request management, Change management, Problem Management, and Release management. This role will also lead the development and manage to global metrics and KPIs related to ITSM Service Desk responsibilities, furthermore will be responsible for leading and managing all ITSM and Service Desk related projects within the service desk, service catalog and customer store front of advertised services.

Key Accountabilities

• Leadership and Team Management: Lead, mentor, and manage a team of IT service operations professionals. Foster a culture of collaboration, continuous improvement, and customer-centricity within the team. Set clear goals and performance expectations for team members and provide regular feedback.
• IT Service Strategy, Roadmaps, and Metrics: Develop and implement IT service strategies and roadmaps aligned with the company's business objectives. Define service level agreements (SLAs) and key performance indicators (KPIs) to measure and continuously improve service quality. Establish and enhance operational metrics to monitor and optimize IT service delivery.
• Service Delivery Management: Oversee the day-to-day operation of IT services, ensuring they meet or exceed established SLAs. Monitor and analyse operational metrics to identify areas for improvement and take proactive actions. Serve as a point of escalation for service delivery issues, triaging and coordinating appropriate responses based on criticality.
• Incident and Problem Management: Manage incident and problem management processes to minimize service disruptions. Utilize operational metrics to drive improvements in incident and problem resolution times.
• Change and Release Management: Drive and maintain change and release management processes to ensure the smooth implementation of IT changes. Evaluate the impact of changes on operational metrics and work to optimize change management practices.
• Vendor Management: Manage relationships with third-party service providers and vendors, ensuring they meet contractual obligations. Assess vendor performance using operational metrics and recommend improvements or changes as needed.
• Global Services: Collaborate with global IT peers and stakeholders to ensure consistent service delivery and alignment with company-wide IT initiatives. Establish communication channels and reporting mechanisms to facilitate global coordination. In addition to all business unites, provide construction environments service desk services to ensure reliable and quality is given to such remote locations. Ensure remote locations have the necessary IT resources, connectivity, and support for seamless operations.
• Budget and Resource Management: Develop and manage the IT service desk budget. Allocate resources based on operational metrics and performance data to support service delivery goals.
• Security and Compliance: Ensure IT service operations comply with all relevant security and regulatory requirements. Leverage operational metrics to assess and enhance security and compliance practices.
• Strategic Planning: participate and manage to long-term strategic plans for IT service operations, outlining goals, milestones, and resource requirements. Align IT service operations with the company's overall strategic direction, with a focus on measurable outcomes.
• Innovation and Technology Adoption: Explore innovative technologies and solutions to enhance IT service delivery in remote construction environments. Identify opportunities for automation and digital transformation.
• Disaster Recovery and Business Continuity: manage to disaster recovery and business continuity plans across the global operations.

Knowledge

• IT Service Management (ITSM): In-depth knowledge of IT service management frameworks such as ITIL, and experience implementing ITSM best practices.
• Remote Operations: Understanding of the unique challenges and requirements related to delivering IT services in remote construction environments.
• Infrastructure Management: Knowledge of IT infrastructure components, including networks, servers, storage, and cloud services, and the ability to oversee their management.
• Incident and Problem Management: Proficiency in incident and problem management processes to minimize service disruptions and resolve issues effectively.
• Change and Release Management: Familiarity with change and release management processes to ensure the smooth implementation of IT changes and updates.
• Vendor Management: Understanding of vendor management principles and experience in evaluating and managing third-party service providers.
• Security and Compliance: Knowledge of cybersecurity best practices and regulatory requirements related to IT service operations.
• IT Budgeting: Ability to develop and manage budgets for IT service operations, allocating resources effectively.
• Global Coordination: Understanding of global IT coordination strategies and the ability to collaborate with international teams.
• IT Infrastructure Trends: Awareness of emerging technologies and trends in IT infrastructure and service delivery.
• Health and Safety Regulations: Knowledge of health and safety regulations applicable to IT operations, especially in remote and construction settings.

Skills

• Relationship building and collaboration skills across diverse and matrixed stakeholders and customers.
• Ability to surface, prioritize and balance multiple stakeholder priorities.
• Ability to lead a constructive fact-finding sessions with respect to processes and tools.
• Excellent problem solving and analytical skills, including experience interpreting data, sometimes with limited context and direction.
• Demonstrated success in defining and building streamlined processes to serve customers.
• Demonstrated ability to communicate complex technical information in a condensed manner to various stakeholders verbally and in writing.
• Working knowledge of data and reporting processes to provide the presentation layer for product-management-oriented KPIs.
• Experience using, evaluating and procuring tools used to support common business units including but not limited to - business development, engineering, procurement, construction, and external services.
• Strong meeting facilitation skills.
• Strong project management skills to manage multiple projects and deadlines simultaneously.
• Demonstrated expertise in strategic thinking and strong business acumen.

Experience

• Experience with operating and managing global service desk environments.
• Experience building and leading ITIL managed corporate and remote construction environments.

Qualifications

• Bachelor's Degree or equivalent in related field.
• Extensive senior technical operational experience within medium to large company environments, prefer global or national company experience.
• Proven track record of successful operations management.
• Demonstrable experience of positively engaging with key stakeholders at senior level.
• Strong strategic and operational problem solving skills.
• Experience of driving continuous improvement strategies to successful completion.
• Bilingual in English and Spanish is highly desirable.

At RES we celebrate difference as we know it makes our company a great place to work. Encouraging applicants with different backgrounds, ideas and points of view, we create teams who work together to solve complex problems and design practical solutions for our clients. Our multiple perspectives come from many sources including the diverse ethnicity, culture, gender, nationality, age, sex, sexual orientation, gender identity and expression, disability, marital status, parental status, education, social background and life experience of our people.

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